Key Responsibilities
Provide Tier 2 technical support for workstation hardware, software, operating systems, and related IT equipment.
Troubleshoot and resolve medium- to high-complexity technical issues, taking ownership through resolution.
Assist the Workstation Support Supervisor with troubleshooting computer systems and related software.
Install, configure, maintain, and support desktop computers, software applications, and operating systems.
Provide technical support for networked printers, smartphones, and other IT peripherals.
Monitor the Service Desk queue and resolve assigned support tickets within established procedures and service expectations.
Perform advanced troubleshooting to identify the root cause of hardware and software problems.
Conduct root cause analysis and develop checklists or procedures for recurring technical issues.
Provide technical advice, guidance, and informal training to end users.
Learn and support specialized software applications used within the department.
Maintain knowledge bases, call-tracking systems, and detailed technical documentation.
Coordinate service calls and repairs for warranty and non-warranty equipment.
Provide Audio Visual (AV) and Video Conferencing (VC) support, including equipment setup, troubleshooting, and reservations.
Participate in IT projects and coordinate activities with other Office of Information Technology (OIT) staff.
Share technical knowledge and assist team members with support requests.
Recommend procedures and controls to help prevent recurring technical problems.
Required Education
High School Diploma or equivalent.
Education/Experience Substitution:
An Associate or Bachelor's degree in Computer Science, Information Technology, or a closely related field may qualify in lieu of some experience.
Technical certifications such as CompTIA A+, CompTIA Network+, or MCDST may substitute for up to one year of required experience.
Required Experience
Candidates should have one or more of the following:
2+ years of experience installing, maintaining, and providing technical support for workstation hardware; or
2+ years of customer service and technical support experience with Microsoft Office 365 and Windows 7 or later; or
An applicable technical certification and relevant workstation support experience.
Required Technical Skills
Advanced knowledge of Microsoft Windows operating systems.
Advanced knowledge of Microsoft Office 365 and Outlook in a networked environment.
Strong knowledge of computer hardware, software, and firmware.
Experience supporting PCs in LAN/WAN environments.
Experience installing and troubleshooting software applications and operating systems.
Strong desktop/workstation troubleshooting skills across different computer manufacturers.
Experience supporting printers, smartphones, peripherals, and other IT devices.
Experience with Service Desk / ticketing environments.
Knowledge of AV and video conferencing technologies is preferred.
Ability to perform root cause analysis and develop technical documentation.
Ability to plan, organize, manage, and track IT projects.

Need Only Local to Florida - Customer Support Analyst

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